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Willis Towers Watson

Application Support Analyst

The Role

 

  • This role requires a functionally knowledgeable, technically savvy and customer focused individual.
  • This person will possess demonstrable and successful background understanding a client’s business requirements and providing product-based solutions
  • The Willis Towers Watson Global Support Team is focused on delivering timely and focused support to our HR Technology (DST) clients.
  • As the core requirements writer, you will be tasked with understanding the business’ needs and also be able to present alternative solutions when appropriate
  • Understand complex data and calculation structures within Excel, diagnose problems, and suggest improvements
  • Contribute to successful application testing (including regression and smoke) as well as project management
  • Develop a trusted analyst relationship with developers and product manager through effective communication and efficient and clear requirements and testing
  • Attend various team meetings as appropriate to present status and feedback on requirements issues as well as other internal processes
  • Contribute to the development of new tools, processes and solutions to meet our client teams’ technical needs
  • Consult with other business analysts and developers to identify resolutions to business needs and other related platforms
  • Provide technical and general application function/feature support for clients – from e-mail, phone and customer portal inquiries.
  • Manage and triage multiple incoming priorities effectively by understanding client needs and meeting standard service level agreements
  • Define and update regression tests and smoke tests as needed
  • Follow the firm’s business processes, protocols and quality standards in the development and deployment of solutions
  • Partner and communicate effectively in a team environment with consultants, developers and other team members
  • Participate in local, regional and national meetings as requested
  • Tracks the progress of client incidents/tickets and communicates status to Team Lead or to Global Client Support Manager or to client as appropriate
  • Take ownership of all client interactions entering via the client support infrastructure, identify potential application issues, utilize appropriate follow-through, log all client interactions and escalate for resolution
  • Achieve support related productivity

The Requirements

  • Experience as a software Business Analyst
  • Good knowledge in Excel
  • Functional or industry knowledge / experience in the application of technology to solve human resources needs such HR Portal, Health and Benefits, Pension, Compensation etc.
  • Excellent oral and written communication skills
  • Functional or industry knowledge / experience in the application of technology to solve human resources needs such HR Portal, Health and Benefits, Pension, Compensation etc.
  • Strong client service orientation
  • Working within tight deadlines; balancing time across multiple, simultaneous projects that may involve different procedures and project team members
  • Collaboration with a global team, including taking accountability for quality and on-time delivery of own work and involving other team members when appropriate
  • Familiarity with standard web front-end technologies (HTML, CSS, XML. etc.), JIRA, Web-based applications and tools a plus
  • Solid understanding of Internet technologies, web servers and web proxy servers
  • Self-motivated and ability to remain focused on assigned projects
  • Functional or industry knowledge / experience in the application of technology to solve human resources needs such HR Portal, Health and Benefits, Pension, Compensation etc.
  • Committed to quality and continuous improvement
  • Desire to learn, accept new challenges and have fun
  • Ability to work extended hours as needed
  • SQL preferred, not required
  • Bachelors’ Degree
  • Willing to work on night or rotational shift

 

Equal Opportunity Employer

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